Zendesk Elevates AI Voice Automation with Strategic Local Measure Acquisition > Your story

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The recent acquisition of Local Measure marks a pivotal move as Zendesk supercharges customer service automation through deeper AI and voice innovation. This strategic alliance positions Zendesk to deliver next-generation voice solutions for modern enterprises, solidifying its role as a leader in customer experience across high-volume service environments.

Why Local Measure? Expanding AI Voice and Enterprise Reach

Zendesk’s acquisition of Local Measure is more than a technology grab—it’s a bold leap into the future of AI-powered customer engagement. Local Measure brings cutting-edge voice automation, intelligent call routing, and real-time analytics, all integrated seamlessly with Amazon Connect, AWS’s leading CCaaS (Contact Center as a Service) platform.

With enterprises demanding more powerful, scalable, and automated contact center solutions, Zendesk now delivers:

• Advanced AI-powered routing and automation to reduce manual workloads and deliver exactly the right response, every time.
  
• Unified voice solutions integrated with inbound and outbound automation, supporting complex service operations.
• Real-time insights for proactive problem-solving and superior customer experiences.
  

Deepening the AWS Partnership for Cloud-Native Service

A central pillar of this acquisition is the enhanced partnership with Amazon Web Services (AWS). Local Measure’s technology is built for cloud compatibility and integrates directly with Amazon Connect, enabling Zendesk to offer:

• Faster, lower-complexity deployments for enterprise-scale service desks.
  
• Greater flexibility and scalability, with improved security and compliance due to AWS infrastructure.
• Smarter agent assist tools, personalized customer engagement, and dynamic voice experiences.
  

Impact for Businesses, Agents, and the Industry

Customers in sectors like retail, healthcare, telecom, finance, and travel gain tangible benefits from Zendesk’s expanded solution:

• Significantly reduced response times and fewer call transfers, thanks to intelligent automation and AI-driven workflows.
• Lower agent burnout and increased productivity, with bots and smart routing handling repetitive tasks.
  
• Higher NPS and CSAT scores, leading to stronger brand loyalty and abandoned legacy systems for a future-ready alternative.
  

For Zendesk, it’s a clear signal to competitors—like NICE, Genesys, and Five9—that AI-driven, cloud-native voice platforms are redefining what scalable, enterprise-grade customer service should deliver.

What’s Next: Smarter, Contextualized Customer Journeys

Looking forward, Zendesk’s move positions the company to lead the contact center market’s AI evolution. With predictions that up to 80% of customer interactions may soon be automated, the Zendesk + Local Measure union means:

• More contextual CX, leveraging real-time data and integrated AI to resolve customer needs without friction.
  
• A fresh alternative for enterprises discouraged by legacy complexity and hungry for agility through cloud innovation.
  

Want to future-proof your service operations with AI-powered automation? Connect with our CX transformation experts and discover how the Zendesk and Local Measure partnership can empower your enterprise for the AI-driven era.